1. Final Sale Policy

All furniture purchases are FINAL SALE. No refunds, exchanges, or cancellations are permitted after purchase except where specifically stated in this policy or where required by applicable Connecticut law.

A sale is considered final once the furniture has been picked up from The Couch House location and signed for by the customer or the customer's representative, or once the furniture has been successfully delivered, set up if applicable, and signed for by the customer or authorized recipient.

2. 24-Hour Pickup Return Window (Pickup Orders Only)

For items picked up directly by the customer, The Couch House offers a limited 24-hour return window beginning at the time of pickup.

To qualify for a return:

• Return request must be made within 24 hours of pickup

• Item must be unused, unassembled, and in original, undamaged condition

• All packaging and components must be included

• Original receipt required

All approved returns are subject to a 30% restocking fee.

For financed purchases, any approved refund will be processed through the financing provider in accordance with their terms. However, the 30% restocking fee must be paid by the customer (in cash or by card) prior to initiating or finalizing the cancellation with the financing company.

This return option only applies to pickup orders and does not apply to delivered items.

3. Missing Hardware Notification (48 Hours)

If furniture requiring assembly is discovered to have missing hardware (including but not limited to feet, bolts, screws, brackets, or other assembly parts), the customer must notify The Couch House within 48 hours of pickup or delivery.

Customers may be required to provide:

• Photos of the item
• Photos of packaging and hardware contents
• Proof of purchase

After the 48-hour period, replacement parts cannot be guaranteed. The Couch House will assist the customer in requesting replacement parts from the manufacturer when applicable.

4. Manufacturer Warranty

Many furniture items manufactured by Ashley Furniture Industries include a limited 1-year manufacturer's warranty covering manufacturing defects under normal residential use.

The manufacturer's warranty period begins on the date the furniture is picked up and signed for by the customer or the customer's representative, or on the date the furniture is delivered, set up if applicable, and signed for by the customer or authorized recipient.

Warranty Eligibility

Manufacturer warranties apply only to the original purchaser and are non-transferable.

Examples of potential coverage include:

• Structural frame defects
• Seating spring or support defects
• Reclining or sleeper mechanism defects
• Cushion manufacturing defects
• Electrical component defects (if applicable)

The warranty does NOT cover:

• Stains, spills, or pet damage
• Cuts, scratches, burns, or misuse
• Normal wear and tear
• Cushion softening over time
• Improper cleaning damage
• Damage caused during moving

Additional Warranty Conditions

Prohibited Use

• Warranties are voided if the furniture is used for commercial purposes, outdoors, or in any manner inconsistent with its intended use.

Moving Furniture After Delivery

• Any damage caused by moving the furniture after delivery is the customer's responsibility and is not covered under warranty.

Proper Maintenance

• Customers are responsible for maintaining the furniture according to the care instructions provided. Failure to do so may void warranties.

Product Updates or Discontinuation

• The Couch House LLC reserves the right to update or discontinue products at any time. This may affect the availability of replacement parts or repair options under warranty.

No Resale of Warranty Services

• Warranty services are non-transferable and cannot be resold or transferred to another party.

Compliance with Manufacturer Guidelines

• Customers are responsible for following all manufacturer guidelines for use and maintenance. Failure to do so may void warranties.

To submit a warranty claim, the customer must provide:

• Photos and/or videos clearly showing the defect
• A written explanation of the issue
• The product serial number, law tag, or part number if available
• Proof of purchase

All warranty claims must be submitted by email only to:  info@couchhousect.com.

All warranty claims are reviewed and approved solely by the manufacturer. The Couch House assists customers with submitting warranty claims but does not determine claim approval. 

For the latest and most updated version of our policies, please visit our website and review the Policy section.

For Ashley’s Warranty Policy: https://www.ashleyfurniture.com/warranty-information#ashley-furniture-limited-warranties 

5. Pickup & Delivery Policy

Scheduling Pickup or Delivery

• Pickup or delivery must be scheduled within 48 hours of purchase unless another date is agreed upon at the time of purchase.

• The Couch House cannot hold merchandise indefinitely. Items not picked up by the scheduled date may be subject to resale and deposit forfeiture.

Estimated Delivery Dates

• All estimated delivery dates provided are approximate and subject to change due to circumstances beyond our control (including supply chain delays, manufacturer delays, or natural events).

• If a delay occurs, The Couch House LLC will notify the customer and provide an updated timeline.

Customer Responsibility for Fit

• Customers are responsible for ensuring that furniture will fit through doorways, staircases, hallways, elevators, and into the intended room prior to purchase and delivery.

Data Accuracy

• Customers are responsible for providing accurate delivery and contact information. The Couch House LLC is not responsible for delays caused by incorrect information provided by the customer.

While The Couch House may provide general guidance or consultation regarding measurements, we cannot guarantee that furniture will fit in every situation due to unforeseen circumstances, including tight turns, staircases, building restrictions, or structural limitations.

If furniture cannot fit into the home or intended space due to measurement issues, tight entryways, access restrictions, or unforeseen circumstances, the sale remains final.

6. Delivery Completion Policy

Delivery by The Couch House

For deliveries performed by The Couch House delivery team, the delivery is considered successfully completed and final only after:

• The furniture has been delivered to the customer's residence
• The furniture has been placed in the agreed location and set up, if applicable
• The customer or authorized representative inspects and signs the delivery confirmation, acknowledging receipt and condition of the furniture

Once delivery has been completed and signed for, the merchandise is considered accepted in accordance with Connecticut General Statutes §42a-2-606 (Acceptance of Goods).

Acceptance of delivery by the customer, a third party, family member, friend, or any individual present at the delivery location acting on the customer's behalf will be considered valid acceptance of the merchandise.

After acceptance and signature, the sale is considered final, and the customer assumes responsibility for the furniture except for issues that may qualify under the applicable manufacturer's warranty.

7. Third-Party Pickup & Delivery

If the customer chooses to use a third-party delivery company, moving company, friend, or representative, the sale becomes final once the item is picked up from The Couch House location. The individual picking up the furniture must sign a pickup confirmation acknowledging receipt of the item in acceptable condition.

Once the merchandise leaves the store with a third party, The Couch House LLC is not responsible for any damage, loss, or issues that occur during transportation or delivery.

Any claims for damages occurring during transport must be handled directly with the third-party carrier.

8. Pickup Transportation Responsibility

Customers picking up furniture must ensure they have a vehicle large enough and properly equipped to safely transport the item.

The Couch House does not provide:

• Moving blankets
• Tie-down straps
• Packaging materials

Store associates may assist with loading, but customers assume full responsibility for securing the merchandise.

The Couch House is not responsible for damage to merchandise, vehicles, or property during loading or transportation.

Assistance with Loading

Our associates may assist with loading merchandise into a customer's vehicle. However, The Couch House LLC reserves the right to refuse assistance if there is a risk of injury or unsafe loading conditions.

Any assistance provided will be done using only the materials and equipment supplied by the customer. It is the customer's sole responsibility to properly secure the merchandise before leaving the premises.

9. Delivery Return 

Once a delivery has been completed or attempted, the sale is considered final.

If a customer refuses delivery or cancels delivery upon arrival due to reasons including:

• Furniture not fitting the space
• Customer change of mind
• Measurement errors
• Access issues

A refund or lease/financing cancellation of the couch may be issued only in accordance with financing provider terms, but delivery charges are non-refundable.

Delivery fees are non-refundable once delivery has been attempted or completed.

10. Cancellation Policy for Orders

If an item has not yet been delivered, the customer may cancel the order and receive a refund of the purchase price minus a 10% processing fee.

11. Delivery Labor Policy

Delivery includes only the services agreed upon at the time of purchase.

• White Glove Delivery

White Glove delivery may include:

• Delivery to the home
• Placement in the designated room
• Assembly of the furniture
• Removal of packaging materials

• Additional Labor Requests

Additional services requested during delivery may incur additional charges, including:

• Moving existing furniture
• Removal of old furniture
• Carrying items up additional floors
• Disposal services

These charges must be paid at the time of service.

12. Direct Payment to Employees

If a customer provides direct payment to The Couch House employees for additional labor, or if additional work is performed outside the agreed delivery service, such work is considered outside the scope of The Couch House LLC.

• The Couch House LLC and its employees shall not be liable for any damages, injuries, or losses that may occur.

• The customer assumes full responsibility and liability.

13. Delivery Outside Standard Service Area

Deliveries outside of The Couch House's standard service area, or deliveries requiring special access (such as narrow staircases, apartments without elevators, extended walking distances, or restricted access buildings), may incur additional delivery charges.

• The Couch House LLC will inform the customer of any additional fees prior to scheduling the delivery.

14. Financing Purchases

If financing is used through third-party providers (including but not limited to Acima, Snap Finance, Synchrony, Shop Pay/Affirm, or similar providers), the customer agrees to the financing company's terms and payment obligations.

The Couch House acts only as a facilitator for financing approvals and is not responsible for financing agreements or disputes.

• Financing Payment Responsibility

The customer is solely responsible for making payments directly to the financing company according to the agreed payment schedule.

If a customer fails to make payments or encounters issues with their financing account, the customer must resolve those issues directly with the financing company.

The Couch House LLC does not manage or resolve financing disputes.

• No Refunds or Exchanges for Financed Purchases

• All purchases made through third-party financing providers are subject to the store's Final Sale Policy. Any refund requests, payment disputes, or financing issues must be handled directly with the financing provider.

• The Couch House LLC does not issue direct refunds or exchanges for financed purchases once the financing agreement has been executed.

15. Deposits / Hold Policy

• If a customer wishes to place a deposit to hold an in-stock new item, a non-refundable deposit of $100 will be required. This policy applies only to merchandise currently available in store and does not apply to online orders, special orders, or items that are not currently in stock.

• Deposits will hold the merchandise for up to 48 hours unless otherwise agreed upon in writing.

If the customer does not complete the purchase or schedule pickup or delivery within that time, the deposit will be forfeited, and the item may be returned to inventory for resale.

16. Special Orders/ Non-Stock Items & Shipping Policy

Special Order / Non-Stock Items

• Any item that is not currently in stock and must be specially ordered may be canceled with no fee as long as the item has not been assigned for shipment.

• Once the item has been assigned for shipment, the order may still be canceled; however, a 10% restocking fee will apply.

Shipping & Manufacturer Delays

• All shipping timelines for special orders are provided by the manufacturer and are outside of The Couch House’s control. While we strive to provide accurate estimates, delays, backorders, and changes in availability may occur.

Our team will always do our best to keep customers informed of any updates, including delays or backorders. If you have any questions regarding your order, you are encouraged to contact us at any time.

Financing / Third-Party Lease Orders

• For any order placed using a third-party financing or lease-to-own provider, the following applies:

• If an order is canceled after it has been assigned for shipment, the 10% restocking fee will be calculated based on the full purchase amount.

• This restocking fee must be paid directly to The Couch House via cash or card and is separate from the financing or lease agreement. The fee cannot be charged or applied through the third-party financing provider.

**Please note that manufacturer or shipping delays are not valid grounds for order cancellation with a full refund once the item has been assigned for shipment.**

17. Negotiated or Discounted Pricing

• If the price of a furniture item is negotiated or discounted outside of any advertised promotion or sale, the purchase will automatically be considered an Outlet-style sale.

• In such cases, the item will be subject to the Outlet Policy and strict "All Sales Final" terms, and no returns, exchanges, or refunds will be permitted.

18. Inspection Responsibility

• Customers must inspect merchandise at the time of pickup or delivery.

• By accepting the furniture, the customer confirms the item was received in acceptable condition.

• Visible damages must be reported immediately at pickup or delivery.

19. Payment Disputes / Chargebacks

• By signing this agreement, the customer acknowledges that they have read, understood, and agreed to all store policies, including the Final Sale Policy, Pickup & Delivery Policy, and Return Policy.

• The customer agrees to contact The Couch House LLC directly to attempt resolution before initiating any credit card chargeback or payment dispute.

• If a chargeback or dispute is initiated, this signed agreement, invoice, and pickup or delivery confirmation may be provided to the credit card processor or financial institution as proof of the terms agreed upon at the time of purchase.

• Credit card companies and financial institutions may rely on this signed agreement and store policies when reviewing and resolving payment disputes.

20. Claims and Disputes

Force Majeure

The Couch House LLC is not responsible for delays caused by events beyond our control, including:

• Natural disasters

• Pandemics

• Supply chain disruptions

Right to Refuse Service

The Couch House LLC reserves the right to refuse service to anyone who violates this policy or engages in abusive, threatening, or fraudulent behavior.

Compliance with Local Laws

Customers are responsible for ensuring furniture complies with local laws and building codes where applicable.

For questions or concerns regarding returns, warranties, or payments, please contact The Couch House LLC directly at:  

• Phone: (203) 449 - 9012 

• Email: info@couchhousect.com 

• Hours of Operation:
  Monday - Friday: 10 am - 7 pm

Saturday :            10 am - 5 pm

Sunday:               11 am - 5 pm

Policy Modifications 

The Couch House LLC reserves the right to modify this policy at any time without prior notice. The most current version will be available on our website or in-store.